The Good, the Bad and the Review

Reviews. Reviews. Reviews. We hear a lot about reviews these days and how they are playing a large part in consumers’ decisions – so how do you know when you should respond to a review about your business? Below are some quick guidelines on when and how to respond.

Good Reviews

When do I respond?

When you get a rave review

How do I respond?

Be gracious and humble

Make sure you let them know that you appreciate the kind review

Consider rewarding comments with discounts or promos

Bad Reviews

When do I respond?

You know your company is in the wrong

The review is misstating facts

You can tell the reviewer is maD at you and not just life

How do I respond?

Be calm

Be honest –if your company is in the wrong, admit it

Figure out a way to make amends and direct them to a contact that can help offline

What is the key takeaway here? It is important to not only respond to negative reviews, but positive ones as well.